Sanderson, Susan M.: Introduction to Help Desk Concepts and Skills

Part I - introduction to the help desk: basic help desk concepts; organization and people. Part II - incident management: receiving the incident; processing and resolving the incident. Part III - help desk technology and tools: computer telephony integration; web-based support. Part IV - process integration: performance management; knowledge management; asset and security management; help desk survival guide. Simulation: help desk policy manual; service level agreement; simulation exercises. Appendices: guide to help desk software; help desk resources.